Breckland Council. Information & Communications Technology Service- Review of KPI s

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1 Breckland Council Information & Communications Technology Service- Review of KPI s Version: Draft_06 28 th April 2005

2 Document control Version history Version Date Comments Draft 01 September 2004 Draft Draft_01 13 October 2004 Incorporated with comments from Clive Morgan Draft_02 14 December 2004 Incorporated with comments from Steria & Colin Fleet Draft_03 01 March 2005 Incorporated with Comments from Steria Draft_04 07 April 2005 Incorporated with Comments from Breckland Draft_05 21 April 2005 Incorporated with Comments from Steria Draft_06 28 April 2005 Incorporated with Comments from Steria Author: Mutairu Jibril Page 2

3 Contents 1. Introduction Background 4 2. Key Performance Indicator KPI 1- User Satisfaction KPI 2- Service Availability KPI 3- Incidence Performance KPI 4- Helpdesk Response KPI 5- Work Order Request Performance KPI 6- Provision of Strategic Services 11 Page 3

4 1. Introduction 1.1 Background This document identifies the key performance indicators (KPI s) and targets that the Council will use to assess the performance of the ICT Managed Service contract provided by Steria. Following an ICT Management Board meeting in July 2004, it was suggested that the KPI s used for monitoring the ICT service contract be reviewed. The Board suggested that the ICT Project Manager in conjunction with Steria and IT Lead Officers carryout this exercise. This document should be read in conjunction with the ICT Managed Service Agreement dated 30th April Page 4

5 2. Key Performance Indicator During the course of the review, the following KPI s were evaluated User Satisfaction surveys Service Availability Helpdesk Response Incidents Performance Work Order Request Performance Provision of Strategic Services 2.1 KPI 1- User Satisfaction To measure the extent to which users are satisfied with the ICT services they receive. User perceptions of the service are a critical element of any performance management system. In the case of support services such as the Steria Managed ICT Service, this philosophy means listening carefully to the viewpoint of the user. By adopting this KPI, the Council would be reinforcing the importance of the user perception. Measuring this KPI encourages organisations such as local authorities to understand how services may be improved. It should also encourage ways of measuring satisfaction other than just a survey by questionnaire, e.g. measuring the satisfaction of those who have experienced a problem and its resolution. A user satisfaction survey should be conducted Quarterly. This is the perception of the service user as measured in any form of survey. Surveys will be carried out by Steria. Composition A total of five questions should be asked and the average taken. The number of service users surveyed should also be provided. A minimum of 20% of users should be sampled. A user survey questionnaire will be sent to officers and members within Breckland Council and needs to be returned within 10 working days. Any nil response will be counted as a rating of satisfied. A further Page 5

6 question to judge the exact improvement a specific user may be requiring should also asked. This question should allow the user to comment on Steria s overall approach to service delivery. KPI Result The minimum baseline target for a rating of satisfied or above should be 80% with a view to increasing the target as part of a continuous improvement process. Survey to be conducted and expressed as % and compared with baseline. Results returned should serve as a basis for continual improvement. Sample Questions For the following questions please provide a rating using the following scale 1 Very Unsatisfied 2-3 Unsatisfied 4-5 Satisfied 6-7 Very Satisfied 1. How satisfied were you with the ease of accessing the service desk when logging your call? 2. How helpful was the service desk operative in logging your call? 3. How satisfied were you with the technical knowledge of the support staff involved in resolving your call? 4. How satisfied were you with the responsiveness of Steria s on-site service delivery team? 5. Overall how satisfied were you with Steria s service delivery Please comment on Steria s approach to service delivery. Page 6

7 2.2 KPI 2- Service Availability To measure the availability of the ICT service to users during core working hours. This applies to both Voice and Data Services. It is assumed that the ICT Service is available 100% of core times. This KPI is attempting to measure the extent to which this standard is not met. The sum total amount of time that the ICT Service is available during core times represented as a percentage. Unavailable means that all users cannot use the services below which constitute the ICT Service The ICT Service is composed of the following services: Exchange 2003 Internet Access Authority Web Site Finance system- Integra Revenues and benefits system Academy Housing system- Flare Planning - Ocella Network Servers FNP01 & FNP02 Domain Controllers GLL LAGAN Telephone System Network System Personnel/payroll systems- Team Spirit Calculation: The method of calculating the Availability percentages shall be: Page 7

8 (Core Working Minutes - Unplanned Downtime Minutes) x 100/Core Working Minutes where: Core Working Minutes = Attended Minutes + any extensions to Attended Minutes Planned Downtime Unplanned Downtime = time when Services are not Available excluding any planned downtime The calculation will be completed for each service which forms part of the defined ICT Service as above. The calculation will be completed for the ICT Service. Measurement Measure the time (Minutes) the ICT service was available throughout the previous month and calculate as a percentage. Report the availability results on a monthly basis over a rolling 13 month period. 2.3 KPI 3- Incidence Performance To measure the efficiency of the ICT unit in restoring the service within an agreed time scale after an operational incident has been reported by a user. Much of the resource and organisation of any ICT service is focused on resolving operational incidents quickly and accurately. This KPI concentrates on the success in dealing with this requirement. The definition assumes that the ICT service will set targets for problem resolution that are part of a formal service agreement (or published as standards widely throughout the council, perhaps via the intranet) rather than just relying on reasonable endeavours. Socitm supports this as the way to manage this part of the service. An operational incident is defined as an unexpected event that prevents the user from carrying out normal work. The aim of this KPI is to measure performance against agreed Service Levels. The agreed time scale starts when the service user reports the incident (by phone, fax, or in person) and ends when the user is able to return to normal working (not necessarily when the underlying problem has been rectified). Page 8

9 Composition Each incident will be assigned an Impact Code when logged with the Steria Helpdesk in accordance with the table below. It will be the responsibility of the Helpdesk to assign the relevant Impact Code. Impact Code A B C D Description An Incident which is a total loss of a Service. For example (but not limited to these examples): all users are significantly impacted the Customer s ability to provide services to the public is significantly impacted a Business Critical Application e.g the print service or a whole server is non-available. An Incident which is a degradation of a Service. For example (but not limited to these examples) : a whole workgroup of users is significantly impacted; or members of the public are adversely affected; or more than 25% of users are significantly impacted Problem affecting fewer than three users, which does not adversely affect members of the public. Work Order Request Impact Code Target Times for Restoration of Service and Closure of incidents A 98% Restored within 4 hours [tba] B 98% Restored within 7.5 hours [tba] C 95% Restored within 5 days [tba] D As per KPI 5 (tba) Points incurred for failure to Restore within Target Times KPI Result Enter the total number of incidents per Impact Code per month. Enter the Restored Within Target as a percentage of the total number of incidents per Impact Code per month Page 9

10 2.4 KPI 4- Helpdesk Response This KPI measures the acknowledgement by the helpdesk of calls and requests for help by users. To give an indication of how efficient the helpdesk is in the resolution of queries or calls. Acknowledgement here means the time taken from when the call is logged to when either the helpdesk or an engineer contacts the user with an update for an Impact A or Impact B call. If the user is not available by telephone, then a voice message or is left behind for the user. For all other priorities the acknowledgement will be given by the updating of the incident, which will be made available via a Web interface to the Steria Helpdesk System. The current practice assumes that by logging a call by telephone, you are automatically assigned a reference number and the call/enquiry acknowledged. However, if you log a call via , an acknowledgment is made by sending a reply with a reference number to your call. Composition a) A baseline acknowledgment target would be set between Breckland Council & Steria e.g. 99% of calls should be acknowledged within 15mins of being logged for Impact A and B calls. b) At the end of every reporting period, the total number of calls registered on the helpdesk is analyzed to determine volume of calls logged; % acknowledged within 15mins; average time taken in acknowledging the calls, total calls acknowledged; total calls acknowledged in 15mins and total time to answer. 2.5 KPI 5- Work Order Request Performance This KPI measures the completion times for all Work Order requests, including (but not limited to those for installations, Moves and changes to the Voice Network and fax Services To give an indication of how efficient the service is in the resolution of queries or calls. Completion for the purposes of this section means the WOR has been resolved and closed. Page 10

11 Composition a) Steria will create a WOR when an initial Helpdesk request has been analysed and accepted. b) Each WOR will be assigned an estimated completion date based upon available resource. c) If the estimated completion date does not meet the Authorities timescale then either other activities are re prioritised or additional resource will be assigned. If additional resources are required this will then be managed under Change Control. d) Steria will report on a monthly basis WOR completed within target date and those completed outside. The target for completion is 95% to be completed within the agreed timescales. 2.6 KPI 6- Provision of Strategic Services This KPI measures the provision of strategic services to Breckland by Steria. To measure the proactivity and effectiveness of Steria in providing Strategic Direction to Breckland based on technology in support of Breckland s Vision. This KPI would ensure that solutions proposed by Steria are those that fit with Council s ICT strategy, objectives and vision. The Management Board will provide vision and direction for the development of the services. As and when appropriate, the Steria Director of Systems Integration or his nominated representative will present solutions of strategic importance to the ICT Board of the Council; Composition a) A demonstration/presentation of an appropriate solution that is fit for purpose for the Council should be presented to the ICT Management Board Page 11

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